I have literally been on the phone waiting for 3 hours plus on a customer service rep. today. I went through the steps to make the corrections to my set top box and because the box has gone bad, they refer me to customer service...i have never in my life waited 3 plus hours to speak to an agent where i am paying my money every month for your service to be treated in this manner. I have also contacted verizon headquarters to complain..I pay for my dvr box and i should not have to wait 2 days to continuously try and speak to someone about sending a replacement. I am very dissatisfied. PLEASE ASSIST oh and by the way I am still on hold listening to the music.